Diabetes Clinical Product Specialist

Insulet; Región Centro; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A healthcare technology company in Jalisco is searching for a clinical support specialist to assist customers with their Omnipod products. The role involves answering customer queries, ensuring satisfaction through effective communication, and maintaining clinical knowledge related to diabetes. Candidates should have a Bachelor's degree in a clinical field, and proficiency in both English and Spanish is mandatory. This position is onsite with potential for hybrid work, requiring flexibility for holiday or weekend coverage.

Formación

• 2-3 years of experience working in a clinical setting with patients, preferably with Type 1 and Type 2 diabetes.
• Experience communicating with diverse audiences.
• Familiarity with insulin pumps and glucose monitoring systems is a plus.

Responsabilidades

• Answer clinically related customer questions via phone.
• Support Omnipod portfolio customers post-onboarding.
• Maintain clinical knowledge to provide accurate product information.
• Educate customers using diabetes data management reports.
• Document all customer interactions in CRM system.

Conocimientos

Bilingual proficiency in English and Spanish

Excellent customer service skills

Strong interpersonal communication

Process-oriented

Self-starter with minimal direction

Educación

Bachelor's degree in a clinical field

Herramientas

Microsoft Suite

Salesforce

Descripción del empleo

Position Summary

Insulet started in 2000 with an idea and a mission to enable our customers to enjoy simplicity, freedom and healthier lives through the use of our Omnipod® product platform. In the last two decades we have improved the lives of hundreds of thousands of patients by using innovative technology that is wearable, waterproof, and lifestyle accommodating.

We are looking for highly motivated, performance driven individuals to be a part of our expanding team. We do this by hiring amazing people guided by shared values who exceed customer expectations. Our continued success depends on it!

Responsibilities

• Answer incoming/outbound clinically related customer questions via phone in an empathetic manner.
• Support all Omnipod portfolio customers who have completed onboarding or training to ensure first call resolution and retention.
• Maintain clinical knowledge through provided learnings and trainings, to demonstrate a thorough product understanding and to provide within scope, accurate information, when responding to customer inquiries.
• Demonstrate ability to navigate complex customer interactions using evidence based clinical knowledge and assessment, to promote the benefits of insulin pump therapy and explain the operation and use to existing and new customers.
• Ability to competently review and educate on diabetes data management reports within data management platforms/Omnipod products to gather insights and assist customer in HCP conversations and follow up.
• Follow standardized workflows as defined by the organization, including fully documenting all customer interactions in Customer Relationship Management system and meet departmental service levels and KPIs.

Maintain regulating bodies as required.

• Ability to perform administrative duties on a timely basis.

Education & Experience

Minimum Requirements

• Bachelor's degree in a clinical field of study
• 2-3 years’ experience working in a clinical setting with patients required; working with patients with Type 1 and Type 2 diabetes is preferred
• Bilingual skills, being proficient in both English and Spanish, required.

• Experience communicating with a wide range of audiences.
• Excellent customer service skills.
• Strong interpersonal communications, both oral and written.
• Self-starter who needs minimal direction; extremely flexible, with good business acumen.
• Process-oriented and willing to take on new tasks.
• Proficiency with computers, including Microsoft Suite and Salesforce.

Preferred Skills & Competencies

• Experience working with insulin pumps and continuous glucose monitoring systems, a plus.
• Prior industry/commercial experience, preferred.
• Experience with virtual or phone based clinical support or other relevant environment, a plus.
• Experience providing assessment and troubleshooting via phone, preferred.

Physical Requirements

• Requires sitting and standing associated with a normal office environment.
• Manual dexterity is needed for using a calculator and computer keyboard.

Additional Information

• This position requires in person, office work.
• Holiday, evening, and/or weekend coverage may be necessary.

Location

Onsite, Eligible for Hybrid Work